If predictive dialing is so complicated, how can I use it in my call center? In reality, the situation is not as complex as it may seem. Predictive dialing systems are complex by nature but simple in use. In the past years, one of the primary goals of technology development has been to create a call center information technology delivered outside the box but, simultaneously, designed to make its implementation easy and cost-effective.
How Can I Use Predictive Dialing, When It’s So Complicated!
It is not always correct to say that predictive dialing is becoming too complicated. In reality, most predictive dialer functions were created many years ago. All that happened to predictive dialing systems over the past decade was encoding their functions into software. Several years ago, few call centers and virtual office systems could afford running predictive dialing systems. The cost of a predictive dialer was made by the cost of the box used to unify its multiple functions and make them workable. At that time, integrating predictive dialing into the list system and agents’ desktops was impossible without huge costs.
However, at that time, purchasing a predictive dialer was a much simpler task than the once faced by call centers and virtual office systems today. At that time, predictive dialer systems were chosen mainly by the amount of time per hour, the best detection of busy lines or answering machines, etc. At that time, predictive dialers differed mainly by the primary dialing functions and did not involve any sophisticated features. Today, everything is different.
Technologies are developed to respond to the changes in customer preferences and needs. Technologies also respond to changes in the industries that are designed to work in. Call centers and virtual office systems are no exception to this rule, and predictive dialer systems change, to fit in the new conditions of doing call center business. Present day call centers demand greater staff flexibility and seek to optimize their operations. The growing number of software applications calls for effective unification and integration. Call centers want to have their hardware and software technologies linked into a single, coherent system. As a result, they choose predictive dialers not by their dialing features but by whether or not they meet their unique business needs.
Call centers and virtual office systems use predictive dialers that make sense and are cost-effective
In response to these changes, predictive dialer manufacturers and vendors change the nature of their operations. They are challenged to develop and sell systems that can be easily integrated with the call center systems that are already in place. Modern call centers do not want standalone systems. They don’t want systems that are neither flexible nor adjustable. They want systems that can be easily programmed and re-programmed to suit their changing needs. They want systems that can be easily connected to a variety of compatible peripherals. These are ideal predictive dialing systems that all call centers want to have.
Predictive dialing has always been a unique type of software requiring huge processing power. It is no wonder that most vendors supplied predictive dialing systems along with specialized software, and most predictive dialing applications were built on a closed architecture. Yet, the technological progress never stops, and predictive dialing algorithms became more flexible and adjustable for different types of software systems. With time, from an idea to maximize outbound telemarketing potentials, predictive dialing transformed into a huge invention and a strong business platform, constantly refined by IT and call center companies.
Certainly, as the number and range of predictive dialing systems grows, not all of them can satisfy the needs of call centers and virtual office systems. Today, not all call centers are outbound-oriented, which means that predictive dialing systems are successful, only when they can be easily integrated with inbound functions. This is actually the ideal integration of computers and telephony, whose strength is in coordinating caller information from the very beginning to the very end of the conversation. In the future, the most successful predictive dialing systems will be those, which reconsider and expand the outbound call center logic and become a value-added element of call centers’ inbound and outbound operations.